The Row Reviews 24

I've been buying clothes, bags, shoes and belts from The Row for quite some time now and I have recently been really disappointed because the quality, which was one of the main reasons for me buying their articles, is unfortunately deteriorating. Just today I compared my newly bought classic belt with my old one and the leather is about half as thick. Also my old corduroy Eglittas are of much better quality fabric wise than the new ones of season winter 2025 which I have all send back. Advice: buy older articles second hand.

I purchased the 'Joe' backpack from The Row and the quality of the bag is nothing less than horrific. After four days, the strap broke and I had to send it to Germany for what I thought would be a replacement but they repaired it instead. I now have had the bag two weeks and the strap broke again but in looking at it, it is made of foam rubber wrapped in leather that is as thin as a piece of paper. There is absolutely no way it will ever withstand the weight of the contents of a handbag. I paid $2,200 for a cheaply made bag that I would be embarrassed to sell as a luxury bag and especially at this price!

I'm sorry but the clothes isn't any different from what you buy at Kohls. Overpriced plain clothes.

This app sucks. They steal your money and information and when you contact them, they play stupid like they have no clue what you're talking about. Anyone reading this, shoot me a message and let's make this a big problem for these thieves. Strength in numbers guys!

I ordered medium Park tote. To make the story short, after a long wait, it was returned to the sender. And they didn't refund my payment so I called the charge back with my CC.
They told me to cancel it in order to process the refund. Which I did.
It's been a month and many emails exchanged. Still no refund. I am very upset with the customer care. I actually feels that they are doing this on purpose. I am just speechless with this company.

The quality is awful and the customer service is terrible. I purchased the Marguax 12 from the row website 2 months ago, and one of the metal rings that hold the shoulder strap broke off. I contacted the Row a few days ago and spoke to 3 different agents; one of them was a bit helpful. She said the pictures have been forwarded to the After Sales department, and the review takes about 3-5 business days. I asked for a discount so that I can take it somewhere close by to repair and she said it's just better to have it shipped all the way to Paris to have it repaired even if it takes 3-4 weeks. She kept telling me well we'll be doing the repair for free, umm I hope so, I have had the bag for less than 2 months. They are so slow to respond and do not stand behind their quality. Nothing compared to other high end luxury brand like Hermes.

Client services extremely incompetent
Still battling after one week for a refund
Will never order online again as returns and refunds seem to be almost impossible
Very poor service for a high end brand like this

I bought two Stepny wool turtle neck sweaters from a store in Seattle that were $700 a piece. I only wore them a couple times and they started pilling terribly. Very disappointed in the quality for the price. I could understand if I had them awhile and they started pilling after use and cleaning but not so soon after purchasing them.

Top quality, but a bit overpriced

I bought black leather sneakers. One of the laces has become frayed. I called to get the length and was told they could not help me without receipts of my shoe which I purchased last year.

Used to be loyal fan ….will never purchase this brand again!

Not only is The Row fully unsustainable, but their brand is mostly copying the big brands like Hermes and Gucci. What is left to their ‘unique imagination?’
You would believe that this young generation would care enough about animals to stop killing them. But no, unfortunately, as awakened souls do one step forward, lost souls plunge us ten steps back. Let us just hope that their profits are put forward toward generous salaries and dire charity causes.

After visiting The Row, I was not impressed with the store at all. The SA thought she owned the place, saying you can’t take pictures. WHY? I have shopped in many high-end places, and the SAs were lovely. She was unprofessional and did not know how to treat customers. Actually, the store was a cement Target. I would stay away.

I have bought a bag from The Row and the colour ran. It completely destroyed a luxury Cashmere cream coat and a piece of furniture.
They have photo evidence of this.
They have taken months to address this issue and I have been offered an apology and some unknown‘gift’. I am completely flabbergasted by this whole situation and it is unacceptable.

Customer service is awful - contacted them because the suede lining of a bag had bled and stained the outer leather in several places. Emailed them in November 23 and went through various hoops, sending the receipt, many pictures etc and finally they let me send it for repair but couldn't repair it. Finally got it back in May 24 with a pair of socks for compensation for the issue - bag is now worthless.

The customer service and returns procedure is the worst I have ever experienced. I have been trying to return goods for over 6 weeks and the team at The Row have made several mistakes and had to be constantly chased. They have failed to supply the courier with the correct manufacturer details resulting in the returned goods being re delivered to me again. My advice would be to avoid and shop elsewhere.

DISGUTED BY THE TREATMENT OF THE CUSTOMER SERVICE. AND DISAPOINTED BY THE QUALITY.
I’ve been a huge THE ROW fan for 15 years. My go-to brand. Each special occasion, I celebrate with the row. I received a 1500$ ophelia sweater last year. When I washed it following the care instruction (hand wash in cold water, lay flat to dry), the sweater expanded (first time this happens to me). But THE ROW is blaming me and refusing to exchange the item – without being able to tell me what I’ve done wrong. I’m simply disgusted by the poor consumer service, especially from a brand I loved so much and after all the money spent on them. Someone please help escalate my situation.

The Row has the worst customer service I've ever encountered. Purchased a special leather bag that developed quality issues. After contacting them, they asked for a return and said thye could repair it, but later said it couldn't be fixed. They then replaced it with a grained calfskin bag without any warning. Despite my requests, the after-sales department has been ignoring me. Lost my special bag, got an unwanted cheaper one. Disappointed and frustrated. Think twice before buying from The Row.

One star is an inflated rating for this pathetic excuse of a merchant! Complete failure on basic business operations like processing customer returns and shockingly poor customer service. I sent over 15 e-mails over a period of 5 weeks - only 2 were responded to with "let us look into this and get back to you" followed by deafening silence. It has so far taken 15 e-mails, 5 phone calls, countless hours, and a PayPal dispute to attempt to get my money back on a return that this merchant received over a MONTH ago. If you are unable to operate like a normal business, please shut down your online site, close your shops and find something else to do.

The worst customer service I’ve ever seen!!!

Unfortunately totally disappointed with your customer service! Waiting for your response since last Tuesday! I haven’t received my order and no one doesn’t solve the issue that you have created with the shipment! No email response no phone call response! 1,5k € cost of the order!! Incredible low quality of your service

Update on 17.07. For today I haven’t received my order neither help from the brand. Completely ignored by customer support.

This brand has to be shut down!!! SCAMMERS!! The worse Official store I have ever seen in my life!

J'ai retourné un article qui est arrivé chez The Row le 15 juin
Nous sommes le 6 juillet et je n'ai toujours pas mon remboursement
Le service n'est d'aucune aide
je trouve cela scandaleux
Si le 10 juillet je n'ai rien , je porte plainte